Modern Contact Center for Travel and Hospitality

Easy-to-use omnichannel cloud contact center that helps you provide superior customer service at a lower cost.

 

Whether it relates to a flight, hotel, restaurant, or rental car booking, customers want fast, convenient, knowledgeable, and personalized assistance, whenever they need it. The contact center is the frontline of your customer experience.
Now more than ever, travel and hospitality companies want a reliable, agile, and flexible contact center solution that provides exceptional customer service and reduces costs. The Modern Contact Center for Travel and Hospitality is built around Amazon Connect, leveraging the same technology that powers customer service for Amazon.com. Running Amazon Connect allows you to better understand your customer, predict their needs, and respond to change, while scaling to meet demand with pay-as-you-go pricing. It’s what’s next in customer service.

Benefits

Reduce operating costs

Reduce contact center costs, accelerate agent training, improve agent productivity, and only pay for what is used. A recent study by Forrester found deploying Amazon Connect resulted in an average 31% subscription cost savings and 241% ROI.

Transform into a profit center

Boost revenue with higher operating margin and cross-sell opportunities. In a recent study, Forrester found the enhanced customer experience provided by Amazon Connect resulted in an average revenue increase of 2% and reduction in refunds and replacements by 15%.

Promote efficiency and self service

Utilize machine learning to promote customer self-service and automation so agents can focus on the most crucial issues and high-value engagements. Forrester’s study found Amazon Connect reduced average call volume by up to 24% and average handling times by 15%.

Provide an exceptional experience

Increase customer satisfaction (CSAT) through improved omnichannel information and personalization across all customer touchpoints. Travel and hospitality customers such as Subway have reported dramatic CSAT score improvements.

Solution features

The Modern Contact Center for Travel and Hospitality shows how Amazon Connect can replace your contact center system, integrates with your key systems (reservation, PSS, PMS, POS, CRM, Loyalty, website and mobile apps), enable seamless interaction via voice, chat and calls, and advanced ML-powered analytics. This provides agents with unified customer profiles and real-time recommendations to better answer customer needs.

Amazon Connect leverages customer data, transactions, and engagement from your data platform fed by your core business and transaction systems. It matches and surfaces the right information at the right time, whether customer profile and transaction information or real-time answers and resolutions to customer issues. Agent have access and visibility to this data to track, record, and update the customer engagement. Real-time call recording, analytics, sentiment analysis, and translation can occur, with interactions and outcomes promptly recorded in the data platform.

Modern Contact Center Solution Reference Architecture
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Explanation of the architecture

Business data (e.g., customer profiles, loyalty status, products); transactional data (e.g., reservations, bookings, orders); historical data (e.g., past bookings, purchases, experiences); and third-party data (e.g. weather, demographics, geo locations) need to be ingested and stored in Amazon Simple Storage Service (Amazon S3). This is made available in the Customer 360 and Operation 360 component of the Travel and Hospitality Data Platform which provides visibility on your customers, current transaction, and ongoing operations for prompt consumption by Amazon Connect. This data comes from company’s core systems like Passenger Service Systems (PSS), Property Management Systems (PMS), Point of Sales (POS), Order Management Systems (OMS), Customer Relationship Management Systems (CRM), Loyalty systems, and more.

Amazon Connect manages the incoming and outgoing calls (the voice transactions), and engagement with various customer devices like phone, mobile phone, or voice interfaces (Alexa or mobile apps). The Amazon Connect console is interfaced with the call center agent terminal that can review data transactions, engagement history, and customer details. Contact Lens for Amazon Connect provides analytics in real time, (e.g., sentiment analysis and more), online, or offline (post call analytics) to support the agent on current and future engagements. Post voice interaction messages (e.g., purchase confirmations, orders updates, etc.), or for in-session real-time notifications (e.g., authentication, payments, etc.), are sent to the customer using Amazon Pinpoint, or Amazon Simple Notification Service. These can be integrated with chatbots, mobile apps, messaging systems, emails, and voice recordings.

AWS services in this solution

With Amazon Connect, you can set up a contact center in minutes that can scale to support millions of customers.
Contact Lens for Amazon Connect, a feature of Amazon Connect, helps you follow the sentiment and trends of customer conversations in real time to identify crucial company and product feedback.
Amazon Lex is a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test, and deploy conversational interfaces in applications.
Amazon Pinpoint is a flexible and scalable outbound and inbound marketing communications service.
Amazon Simple Storage Service (Amazon S3) is an object storage service offering industry-leading scalability, data availability, security, and performance.
Amazon Simple Notification Service (Amazon SNS) is a fully managed messaging service for both application-to-application (A2A) and application-to-person (A2P) communication.

Organizations deploying modern contact centers on AWS

Travel and hospitality companies of every segment and size are leveraging Amazon Connect, embedded with AWS Artificial Intelligence and Machine Learning, to provide a Modern Contact Center experience that transforms their business. In the face of great disruption, this has helped many travel and hospitality companies reduce costs and handle an influx of changes and inquiries with ease.

Priceline logo

Priceline Optimizes Customer Service during 3x Call Increase Using Amazon Connect

Priceline created a modern customer contact center experience and cut call backlog using Amazon Connect. The change proved instrumental in a quick response to the COVID-19 pandemic and positions Priceline to provide exceptional service to its customers.

Read the case study »
Best Western

Best Western's Modular and Dynamic Contact Center

Best Western, a hotels and resorts brand with 4,500+ locations worldwide, migrated its contact center to Amazon Connect in just one month amidst COVID-19.

Watch the presentation »

Margaritas

Margarita’s Mexican Restaurant’s Transformation to a Successful Delivery, Carry-Out Business

Within 48 hours, Margarita’s was handling its carry out and delivery business much more efficiently using Amazon Connect.

Read the blog »

Learn How RedAwning Scales Great Customer Service Using Amazon Connect and AWS AI Services

Innovate with key Travel and Hospitality industry partners

Discover purpose-built solutions and services from an expansive network of industry-leading AWS partners specializing in helping travel and hospitality companies deliver reliable, agile, and flexible contact center solutions that provides exceptional customer service and reduce costs.

Datalex logo

Local Measure Engage for Amazon Connect is an omnichannel agent desktop for contact centers to manage all inbound customer conversations across voice, email and digital messaging all in one place, radically improving agent productivity and powering meaningful customer experiences.

Learn more »

Snowflake logo

NLX enables organizations to build and manage next generation conversational experiences - personalized conversations that are automated, integrated, measurable, highly scalable, and available anytime, and anywhere.

Learn more »

Elenium logo

Zendesk is an award-winning customer service software trusted by 200K+ customers. Zendesk helps travel & hospitality brands of all sizes elevate their customer interactions via text, mobile, phone, email, live chat, social media.

Learn more »

AWS Travel and Hospitality Service Partners

Our network of AWS Service partners offers strategy and deployment services to Travel and Hospitality brands to accelerate digital transformation and innovation.

Accenture logo

Accenture Travel Industry Practice helps travel companies outmaneuver uncertainty by innovating around industry-specific functions and capabilities to provide clients with speed-to-value.

Learn more »

Deloitte logo

Deloitte Travel & Hospitality helps to mobilize data and insights to optimize customer experiences, create operational efficiencies, improve product pricing, and inform management decisions.

Learn more »

Slalom logo

Slalom specializes in helping clients maximize the value of AWS cloud, from planning to migration. Its expertise extends across infrastructure architecture, enterprise data management, and more.

Learn more »

Infosys logo

VoiceFoundry specializes in the delivery of cloud-based enterprise contact center solutions and are uniquely focused on helping businesses improve customer engagement while maximizing the benefits of the cloud.

Learn more »

Discover AWS Travel & Hospitality Competency Partners

AWS Travel and Hospitality Competency partners are validated for technical proficiency and proven customers success and have deep domain expertise to accelerate the industry’s modernization and innovation journey from behind-the-scenes operational efficiencies to guest-facing customer experiences.

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Resources

Dive deeper into blogs, videos, reports, and more to learn more about how modern contact centers built for travel and hospitality are transforming the industry.

Featured blog

Meet the Modern Contact Center for Travel and Hospitality

Massimo Morin, AWS Worldwide Head of Business Development, Passenger Airlines, uncovers the benefits of the Modern Contact Center for Travel and Hospitality.

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Report

Forrester: The Total Economic Impact (TEI) Of Amazon Connect

Through a series of customer interviews and data aggregation, Forrester concluded that the three-year financial impact of switching to Amazon Connect helps the average customer with significant costs savings, increased income, and improved agent productivity.

Read the report »

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Blog

Improving customer service interactions in the hospitality industry

With Contact Lens for Amazon Connect, hospitality companies can better serve their customers by understanding the sentiment of the customer during a phone call.

Read the blog »

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Blog

How conversational AI elevates the traveler experience

Conversational AI is a great enabler for both multichannel digital servicing and personalization, for much lower costs and faster time to market than traditional channels.

Read the blog »

Stock image of room of customer service agents
Blog

Quickly set up remote contact center agents with Amazon Connect

This blog post covers how you can set up remote agents in minutes to support your customers and employees using Amazon Connect.

Read the blog »

Get started

Leading travel and hospitality companies are transforming their customer service experience by launching a Modern Contact Center for Travel and Hospitality. Contact our experts and start your journey today.
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